Quality Assurance Strategy on Organizational Performance: Case of Kenyatta University

Abstract

This study seeks to establish the effectiveness of ISO 9001:2008 certification on customer satisfaction, employee productivity, inflow of revenue and internal procedures and processes at Kenyatta University. Chapter one covers general background literature reviews on ISO 9001 certification. The background literature reviewed is from developed economies, emerging economies and also from Kenya. Other sections covered under chapter one  are; statement of the problem, purpose of the study, study objectives, research questions, scope of the study, justification, significance, limitations, delimitations, theoretical framework, conceptual framework and operationalization of variables. The external improvement theory has been reviewed under the theoretical framework. Chapter two has reviewed literature from recent studies relevant to the area of study while chapter three has described the various methodologies that were employed to assist in achieving the research objectives. In summary, the internal improvement theory suggests ISO 9001:2008 certification would improve internal business processes such that production becomes lean and reduce costs.

The research findings indicate that the level of appreciation and participation in ISO certification as a means to quality assurance strategy has improved customer satisfaction, improved organizational outcomes and increased the revenue inflows for development. The internal processes have also been greatly enhanced by university management.

Key Words: Quality, Strategy, Performance